Tag Archives: usa

US Consumers Rejecting Home Broadband In Favour of Mobiles

An interesting survey of US broadband consumers in the USA showed some interesting results recently. The Pew Research centre found that 80% of US adults have access to the Internet now, which is increasing slowly because presumably most people in … Continue reading

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Every telco complaint in a single database

Imagine a database of complaints against telcos that is freely available online for customers. It’s a proposal that has been put forward by public utility regulators in the USA recently as an idea that would allow consumers to easily compare … Continue reading

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Black Friday retail sales in the US: bricks v clicks

Last Friday was Black Friday in the USA. This is the traditional start to the Christmas shopping season, always immediately after the Thanksgiving holiday and featuring absolute pandemonium in stores across the country. The origin of Black Friday is somewhat … Continue reading

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More than half of US consumers are using social customer care

I recently found a research paper online focused on the state of social customer care. Published by NM Incite, the analysis explores a full range of issues raised by social customer service – or ‘social care’ as the report puts … Continue reading

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Making a better connection with mobile customers

Mobile customers have been growing at such as rate that many organisations believe that mobile access will be their primary interface with the customer soon. This is going to change how companies interact with their customers enormously. Take a look … Continue reading

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Customer service on Twitter varies wildly in quality

Time magazine just published a new study focused on how various companies, particularly retailers, are using Twitter to offer a new customer service channel. The results are interesting because they demonstrate that while some organisations are really ahead of the … Continue reading

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Coping with a crisis

Business Continuity Planning, or BCP. Have you ever been involved in studying this or even responsible for ensuring it happens? Perhaps you have never even heard of the term – some people call it disaster recovery (DR), which describes the … Continue reading

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